Director, Customer Success

Greenhouse Software, Inc.; Northern (KY); On-site; USD 140,000 - 190,000; Full time

Job summary

NiCE is seeking a Director of Customer Success to lead a Technical Account Management team of 10-15 TAMs, driving retention, adoption, and growth for strategic customers with a cloud-native AI platform. The role partners with Sales, Renewals, and other functions to deliver measurable value and ensure customer success at scale.

This senior position requires a strong executive presence, deep CS experience, data fluency in Salesforce and Gainsight, and the ability to lead remote teams across

Qualifications

• Bachelor’s degree in Business Information Systems or related field or equivalent work experience.
• 10+ years experience in customer success, technical account management, call/contact center and/or service delivery.
• 10+ years of Enterprise (Fortune 500) experience in Customer Success or Service Management.
• 5+ years of experience with NiCE CXone or comparable platforms (Genesys, Five9, Talkdesk, Amazon Connect etc.).
• 3+ years experience in building high performance remote teams.
• Strong executive presence and ability to build multi-threaded executive-level relationships and to lead difficult conversations and escalations with composure.
• Strong analytical and data fluency, with experience using consumption, adoption, health, and renewal data (e.g., Salesforce and Gainsight) to forecast retention, manage risk and steer the business.
• Expertise in contact center operations, cloud migration, and AI/automation adoption; ability to connect NiCE capabilities to customer business outcomes, success plans, and quantified realized value / ROI.
• Strong understanding of NiCE CXone architecture, tools (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks.
• Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities.
• A track record of owning measurable retention, adoption, and satisfaction outcomes (GRR, NPS, consumption) and partnering effectively with Sales and Renewals teams.

Responsibilities

• Provide leadership to your TAM organization, including managers and individual contributors, through coaching, feedback, development goals, and performance management.
• Own the retention outcome (GRR) for the TAM portfolio: ensure risks are identified early and tracked in Salesforce/Gainsight with a documented path to save and at least weekly updates; ensure TAMs deliver accurate renewal and compression risk forecasts and proactively trigger renewal engagement; and partner with Renewal Managers (RAMs).
• Own customer satisfaction (NPS) for the portfolio, personally leading the action-plan discussion with the client where poor responses are received.
• Drive consumption, adoption, and value realization across the book of business, ensuring TAMs are equipped with adoption data, solution knowledge, and the required certifications.
• Enable TAMs to develop and execute strategic success plans in partnership with our clients with clear goals, timelines, and success criteria.
• Build and maintain executive-level relationships with key customers.
• Escalate, resolve, and communicate client risks, blockers, and feedback to NiCE stakeholders.
• Manage the assignment of accounts within your book of business.
• Own operating cadence, performance reporting, and forecasting for the organization’s KPIs (consumption/adoption, GRR, NPS, and shared ARR growth), reporting results to executive leadership.
• This position requires travel (up to 25%).

Skills

Leadership

Enterprise CS

Strategic advisory

Forecasting

Stakeholder mgmt

Executive presence

Data analysis

Cross-functional collaboration

Change management

Remote team leadership

Education

Bachelor’s degree in Business Information Systems or related field

Tools

Salesforce

Gainsight

NiCE CXone

Job description

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Director, Customer Success is accountable for leading a Technical Account Management (TAM) organization, which is responsible for the retention and health of some of NiCE’s largest, most strategic customers by delivering strong post-sale outcomes. Your mission: deliver measurable value, accelerate adoption of our cloud-native, AI powered platform and drive long-term customer success, retention and growth.

Leading a team of 10-15 TAMs, the Director enables the team achieve their goals of consumption and adoption, Gross Revenue Retention (GRR), and NPS, while contributing to ARR growth shared with Sales, as well as industry-leading customer satisfaction, reference-ability, and retention.

This is a customer-facing position chartered with engaging customer executives and senior stakeholders as a trusted strategic advisor. The Director will be responsible for both technical and business outcomes including managing customer expectations and satisfaction, coaching and mentoring TAMs, coordinating inter-departmental activities within NiCE (Sales, Renewals, Professional Services, Support, Product, and Billing), ensuring account data in Salesforce and Gainsight is reliable and current, and other tasks related to the success of the team and its customers.

How will you make an impact?

• Provide leadership to your TAM organization, including managers and individual contributors, through coaching, feedback, development goals, and performance management
• Own the retention outcome (GRR) for the TAM portfolio: ensure risks are identified early and tracked in Salesforce/Gainsight with a documented path to save and at least weekly updates; ensure TAMs deliver accurate renewal and compression risk forecasts and proactively trigger renewal engagement; and partner with Renewal Managers (RAMs), who own renewal negotiation and execution
• Own customer satisfaction (NPS) for the portfolio, personally leading the action-plan discussion with the client where poor responses are received
• Drive consumption, adoption, and value realization across the book of business, ensuring TAMs are equipped with adoption data, solution knowledge, and the required certifications.
• Enable TAMs to develop and execute strategic success plans in partnership with our clients with clear goals, timelines, and success criteria.
• Build and maintain executive-level relationships with key customers
• Escalate, resolve, and communicate client risks, blockers, and feedback to relevant NiCE stakeholders.
• Manage the assignment of accounts within your book of business
• Own operating cadence, performance reporting, and forecasting for the organization’s KPIs (consumption/adoption, GRR, NPS, and shared ARR growth), reporting results to executive leadership
• This position requires travel (up to 25%)

Have you got what it takes?

• Bachelor’s degree in Business Information Systems or related field or equivalent work experience required.
• 10+ years experience in customer success, technical account management, call/contact center and/or service delivery
• 10+ years of Enterprise (Fortune 500) experience in Customer Success or Service Management
• 5+ years of experience with NiCE CXone or comparable platforms (Genesys, Five9, Talkdesk, Amazon Connect etc.).
• 3+ years experience in building high performance remote teams
• Strong executive presence and a proven ability to build multi-threaded, executive-level relationships and to lead difficult conversations and escalations with composure
• Strong analytical and data fluency, with experience using consumption, adoption, health, and renewal data (e.g., Salesforce and Gainsight) to forecast retention, manage risk and steer the business
• Expertise in contact center operations, cloud migration, and AI/automation adoption; ability to connect NiCE capabilities to customer business outcomes, success plans, and quantified realized value / ROI
• Strong understanding of NiCE CXone architecture, tools (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks.
• Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities.
• A track record of owning measurable retention, adoption, and satisfaction outcomes (GRR, NPS, consumption) and partnering effectively with Sales and Renewals teams

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

About NiCE

NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.